August / September 2018 ____
Updates in the company ____
FLEETFLASH Sharing stories
From our team for our team
International Housekeeping Week ____
Baby and Wedding news ____
Many many more stories to share! "World’s Best River Cruise Line"
“Best river cruise company”
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Dear all You can help us shape your future! I am sure you are aware by now that we have asked Investors in People to conduct an online survey with you all. The results will give us a good insight into what has changed since the last survey two years ago, and how the initiatives we have worked on since then have made a difference. Therefore, I am asking you to please take five minutes and fill out the survey from the link you have received to your personal email address and give us your honest opinion. If have not received anything in your inbox please check the spam folder and send a message to learning@uniworld.com who will follow up on all issues so that everybody can have their say.
I addition to that please keep sending and filling our suggestion box as your ideas are important to us. Also bear with us if you did not receive an immediate answer back, we will work on them as soon as possible. Use this link to the online suggestion box: Uniworld suggestion box link or scan the QR code on the left‌
The low water situation on the Rhine and Danube rivers over the past two months has kept everybody busy with deviations and even some cancelled cruises. It takes significant effort and money to arrange for a pleasant cruise in those difficult situations, and I would like to thank you all for your flexibility as well as for your professionalism to still provide our guest an enjoyable trip. We are all hoping for more water to finally get back into normal operation again. There is only a bit over a month to go until the end of the season for many ships. We need everybody’s continued contribution to be successful and as always, I count on your commitment and team spirit to achieve our ambitious goals. Thanks very much for your hard work, for your passion and for keeping up the high standards until the last guest of the season has disembarked the ship. Congratulations to a successful and exciting housekeeping week (more in this FleetFlash), and to the babies, marriages and promotions that we celebrated in the last two months.
Best regards,
Ben Wirz Managing Director 2
Average spend per pax
2015 2016 2017 2018 2019
Excellent & Very Good
Average over all position
The last times we focused on guest numbers and occupancy in this graph, this time it is the average spend per guest when booking a cruise. The difference to previous years is that for 2019 we have started to sell early bookings cheaper and then raise the prices as the year progresses. NPS
Goal
97.6%
85.0
Joie de Vivre
97.1%
89.1
Beatrice
93.3%
75.3
Countess
93.9%
82.9
Duchess
94.5%
79.8
Empress
93.7%
84.1
Princess
94.7%
84.7
Queen
91.6%
78.7
40,0%
Royale
92.9%
82.8
30,0%
Antoinette
94.6%
86.5
20,0%
Catherine
92.8%
78.9
Maria Theresa
95.7%
89.0
94.1%
82.9
95.2%
88.7
95.8%
89.4
The occupancy on the upcoming Christmas cruises is high with over 80% for all ships (except TA). Xmas Cruises Ships year total 100,0% The majority 90,0% has been sold in the first 10 80,0% to 12 weeks of 70,0% the year. 60,0%
50,0%
1 4 7 10 13 16 19 22 25 28 31 34 37 40 43 46 49 52 River Queen
The A
Super Ship Beatrice
Super Ship Antoinette
Super Ship Maria Theresa
Super Ship Joie de Vivre
Actuals 2018 EOY 2017 EOY 2016
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BRETT'S SEPTEMBER 2018 UPDATE Please be sure to check out my September video on Stream for some important updates. Thanks and Enjoy! Brett https://web.microsoftstream.com/video/c4ef4a0d-6e53-4aaa-8569-e41aae99fdfa
Here you can also check out Mr. Brett Tollmans latest blog:
FROM ARAVELI TO THE TAJ MAHAL, OUR UNFORGETTABLE FAMILY JOURNEY THROUGH INCREDIBLE INDIA
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OUR SUGGESTION BOX
https://uniworld.typeform.com/to/VCLJam
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HOUSEKEEPING WEEK 2018 Another successful housekeeping week has been taking place on our Uniworld & UbyUniworld fleet. We are celebrating this yearly returning event since 2014 and this year it was all about making short movies to be shared with each other. It had divers topics like rooming, cleaning steps, LobsterInk and besides being busy with making the movies all teams went out to celebrate the week with each other. Like each year all colleagues from different departments went the extra mile to support the International housekeeping week. 
Behavior 1.3: We are attentive and interested in the world around us, inform ourselves actively and we adapt for the benefit of our mission.
The A
River Princess team 6
Super Ship Joie de Vivre
River Empress
Super Ship Beatrice
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River Queen
Super Ship Catherine
River Countess 8
Super Ship Maria Theresa
River Royale
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River Duchess
Super Ship Antoinette
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Hello from the other side….Meet Megan Small! What is your function in the office? When do we get in contact with you? I’m a Guest Relations agent, which involves responding to post-cruise feedback from guests and assisting our ship staff with questions during a sailing. My main focus is our ships sailing in France and I look forward to hearing from my coworkers on those ships. One would think I would have learned French by now, after all these years. The ship staff is welcomed to contact me with any questions pertaining to a guest’s complaints or questions while sailing. If a guest suddenly needs to depart early and they have booked air through Uniworld, I can act as the initial contact for flight change requests, afterwards I’ll turn it over to the air department for follow-up. If guests or travel agents send questions to the ships before the cruise has begun, those emails can be forwarded to me and I will distribute them to the pre-cruise reservations teams here for them to answer.
How does a regular day in the office look like? My desk is covered in coffee mugs and a painting of my cat, MacGyver. Just about the entirety of my day is spent at my desk, reading and responding to emails from guests, travel agents, sister offices, and the ship staff. The phone rings occasionally with questions regarding mobility concerns, dietary needs and requests, post-cruise complaints, etc. When I wander around the office, generally it’s with a mug of tea in my hand. I drink so much tea I’m surprised I don’t look like a tea bag. And yet I still need that one cup of coffee during my commute to work.
What is the funniest thing that has happened to you recently? I bought a luxurious pet bed for my cat; however, he has chosen a cardboard box that his kitty treats were delivered in to be his new bed.
What inspires you?Honesty, humor, integrity. People who take their work seriously and yet always have a moment for humorous situations inspire me. I’m pretty inspired when bribed with pie.
What do you like to do outside of work? Read – I enjoy fantasy, sci-fi, and horror stories (Stephen King is my favorite author). Also I enjoy watching horror films, comedy and adventure films. My best friend and I have begun hunting out delicious places to have brunch at. Love to go to music concerts with my friends. I’m boring, I generally just really love to hang out with my cat and read.
Any message for the ships? The onboard staff have my utmost respect, I could never handle working onboard a ship. Each time I receive compliments for the staff, I’m so happy and make sure to forward the compliments on so you all can know that your job is very appreciated and you do make people happy during their small amount of time onboard. Whenever I come onboard a ship for my own holiday, I can’t wait to meet the staff. Thank you all for your hard work!!
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GREETINGS FROM THE RIVER ROYALE
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GREETINGS FROM THE DOURO
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Timeless wonders of Vietnam and Cambodia Good morning from Vietnam and good night from Cambodia. For all of you who don’t know us, let us introduce in a few pictures and words: What makes us very special in River Cruise industry? When our guest unpacked on board, his unforgettable journey starts, he will discover many different destinations and feelings, and in this case, besides all the experience we offer, our guest will wake up in Vietnam and go to sleep in Cambodia. Turbulent and horrific past between these two countries, mighty Mekong united and offered our travelers ultimate adventure with amazing natural wonders and fascinating cultures. Mekong Navigator is absolutely breathtaking with its unique and glamorous French colonial style, with the touch of elegance from the Europe form 20th and 30th years of the past century. Our Mekong Navigator team is recognizable for its smile, it has tropical warmth and impeccable kindness. Above and Beyond lives here. And the food, the food is incredibly diverse, it can satisfy the most aesthetic tastes but you can also try something which you can't imagine that is eatable. On our ship, we keep it elegant and sophisticated. Thank you for letting us to introduce ourselves and to titillate your imagination. To experience everything we offer on board, you have to come and visit us, we are always looking forward to our every new guest or our Uniworld colleagues. Yours truly, Bosko Gataric
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WE HEAR YOU! The River empress team came up with some great ideas that would make life onboard easier. some of these point are already in progress. we are always interested in your opinion and suggestions, that’s why we have our online suggestion box !
https://uniworld.typeform.com/to/VCLJam GREAT MINDS DISCUSS IDEAS; AVERAGE MINDS DISCUSS EVENTS; SMALL MINDS DISCUSS PEOPLE ELEANOR ROOSEVELT Dispenser for mineral water, for the crew in the (crew mess).
Better quality of internet, for our guest and crew members.
Check in check out MXP -system, to be made, on more practical way, so we do not loose time, when entering at the end of the day.
Crew bicycles –will help our well-being.
Additional crew member in each department, in order to provide days off for each crew member. Will help to develop our quality of service. Proper and comfortable uniform for loading Increasing remuneration for management positions.
On the behalf of the entire River Empress team, we would like to thank you for giving us the opportunity to express our wishes. 17
FROM OUR LEARNING & DEVELOPMENT CORNER
We have experienced a huge jump again in subjects progressed, however we have a decrease in the tests passed. Remember, if you feel you are not ready to take your assessment, you can always watch the video again before starting with the test. And now… We are excited to share with you our Lobsterink Winners of the Summer!
JUNE: Katya Ilieva, Beatrix Bratkovics, Carlos Alvero, Adam Grajko, Ivan Mravunac & Nikola Mirkovic We hope you enjoy your Experience Gift Box wherever you decide in the world!
JULY: Zoica-Alexandra Vasilescu & Iskra Plamenova Yordanova… …were rewarded with a Flight Gift Card!
AUGUST: Tihomira Danova Petrova, Zoica-Alexandra Vasilescu & Nikola Mirkovic Will surely soon enjoy their Flight Gift Card! 18
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GREETINGS FROM PROGRAM SERVICES & ANTONIO! We believe the world is your canvas and we will bring you there.
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GREETINGS FROM RHEINFELDEN Points which are important for us in the office:
As we all need to work on our weak points, f.e. communication we have implemented here in the office Rheinfelden a Project- & Internal Information Wall.
On this wall we’re posting updates about major projects were several departments are involved. as well as internal information which are interesting for everybody in the office
We also work on keeping our Mission & Vision alive and posting each month a new part of our M&V to remind ourselves on guiding principles, top standards, our moral & ethical standards and our Mission & our Vision
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Employees of the Month August and September River Queen We are proudly presenting our employee of the month - utility -Joao Pedro MARTINS DE BRITO. His dedication to his job exceeded expectation. He arrives on time, works his entire shift and stays late if necessary to complete assigned tasks correctly and on time, following always all the standards. His hard work, willingness to improve and motivation to advance in his career leaded to extra recognition, as this month, after a positive training period Mr. Joao get promoted to Junior Chef.
River Royale Let’s congratulate Mirel for being chosen the Employee of the Month Thank you for your great work and dedication!
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Supership Maria Theresa This two Shiny Stars who helped us a lot with Deviation for last two cruises. Szandra and Martin were the right hand of CM in Budapest assisting guests for all requests in hotels; disembarkation and embarkation! There are great team player and they work hard every day with such a positive spirit! Please congratulate them for dedication and hard work!
River Duchess Thank you to our Bartender, Cristian Munteanu, for dedication, professionalism, passion for his job and hard work in keeping the standards. He is a true inspiration for all of us when comes to politeness and service.
Thank you Cristian and all the best from the entire RD team!
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Congratulations Radoslav from the River Princess team!!
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Baby and Wedding News 15 years together and a beautiful 2 year old daughter Enza On the 11th of August it was finally the day‌
2nd Captain of the S.S. Joie de Vivre Steve LeClercq married Angel! Congratulations to the love birds and many more years filled with happiness and love to you!
On the 2nd of July his holiday started, on the 6th of July he got married and on the 12th of July their baby girl was born.
Congratulations to Boyan Uzonov and his wife Ginka! Welcome to the world Alexandra! Wishing you a future filled with love, happiness, and laughter!
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We are having happy parents again! Daniel Rusu and his wife Mihaela who both work in our housekeeping department for several years are the proud parents of daughter
Alexandra.
Alexandra is healthy baby girl, with birth 2400 gr. 48 cm. We wish family Rusu all the best!!!
On the River Princess The utility Danut Alin Surugiu is very grateful for your kind invitation to celebrate the birth of his child;
Dominic. Happy Papa!
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River Princess Sous chef, Vuk Radovic married his girlfriend Dijana on the 15th of August. Wishing you a life time of love and happiness!
Congratulations!! Engineer Florian Cazacu is studying very hard next to his regular job onboard the River Princess and successfully finished and received his certificate from STCW Security Training. Congratulations Florian!
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Thank you from our Guests!!
WE LOVED EVERYTHING. THE SERVICE PEOPLE WERE ALL GREAT.
' ABSOLUTELY BRILLIANT ' absolutely brilliant, we enjoyed the trip, the daily walks, the food, the wine the people
' GREAT CREW '
Everything was great. The service people were tremendous-very efficient, very friendly. The food was excellent and it was nice to have everything paid for-drinks, etc. Excursions were all very fun and interesting and informative. Moselle River was especially nice.
Very attentive crew. I never wanted for anything.
' TOP FRIENDLY SERVICE ' Staff were friendly, focussed and efficient. Everything they did was with a smile. Would recommend Uniworld to friends, family etc.
' BEST CREW EVER ' The crew was excellent. Very friendly and after a very short time they seemed to know who you were and made you feel very special and welcome.
' STAFF IS WELL TRAINED, FRIENDLY AND EVERYTHING IS CLEAN AND WELL RUN 'Very good food and service. Staff really wants to please. Very well trained and organized. This was our second Uniworld Cruise and we have booked another for next year.
' SECOND GREAT EXPERIENCE ON UNIWORLD. ' All the staff were extremely professional and friendly. They anticipated our needs and questions at every turn. 28
You will receive or have already received an email with the employee satisfaction survey. We would truly appreciate if you will take a few moments of your time to fill out this survey.
We want your feedback! We care about you and your satisfaction Our team members have a voice We want your feedback and take it seriously We want to improve and grow as a company We want to improve your working lives
Thank you!!
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Fun all day!
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